Hybrid Help Desk Technician (41-6812) Information Services Support Division en State of Alaska, AK

About the Department

The Alaska Court System is seeking a tech-savvy individual to join our Information Services Support Division as a Help Desk Technician (salary range 14). 

This position is currently funded for a minimum of three years, but is expected to become a permanent, full-time position.

The Position
This position will be a primary resource and contact for the Appellate Court, Administration, and Trial Court system account maintenance. This position will act as the account manager for all court system and state agency electronic ACS accounts to include Active Directory, Avaya Phone display/passwords, BI Launch Pad, Citrix Applications, CourtSmart, ITSM, Microsoft Exchange, and SQL. Duties will also include troubleshooting issues with CourtSmart digital recording system, and assisting callers from other agencies and the general public on navigating our web pages.
 
This position is in the court's partially-exempt service; the incumbent serves at-will to the appointing authority.  

LEGAL RIGHT TO ACCEPT EMPLOYMENT

The State’s online recruitment system, Workplace Alaska, requires applicants to certify that they have a legal right to accept employment in the United States. It is the responsibility of the employee to maintain the appropriate documentation to accept or continue legal employment.  The State of Alaska does not function as an employer sponsor.

The Work Environment
We are located in the Snowden Administrative Building. Located in Downtown Anchorage, you will have access to great restaurants and parks to enjoy on your lunch break. Employees receive a parking permit exclusively for the Snowden lot.
  
The Work Hours
Full-time court employees are currently scheduled to work 37.5 hours per week.  The work hours for this position are Monday – Thursday, 8:00 a.m. to 5:00 p.m. with a one-hour lunch break, and Friday from 8:00 a.m. to 1:30 p.m. 

  
An ideal candidate will possess some or all of the following knowledge, skills, and abilities: 

• Ability to adapt when faced with changing situations/circumstances.
• Advanced knowledge of Microsoft Word, Excel and Outlook.    
• Excellent organizational skills, the ability to establish priorities, and outstanding work habits regarding punctuality and use of leave.    
• Experience dealing with high-priority, confidential, and sensitive information.    
• Experience providing superior customer service while explaining complex technical issues to non-technical users.    
• Experience performing multiple tasks with frequent interruptions and remaining calm, organized, and accurate.    
• Experience trouble shooting technical issues.
• Experience using Citrix, CourtSmart, CourtView, Epicor ITSM, and Microsoft AD or similar programs.    
• Ability to work positively and productively in a team environment. 
• Knowledge in processes and procedures of the Court System.   

IMPORTANT: Please attach a letter of interest detailing how you meet the above KSA's and expressing your interest in employment with the Alaska Court System. Failure to submit a letter may disqualify you from consideration for an interview.
  
LETTER OF INTEREST
Please attach a professional letter of interest to your application before submitting it online or, if unable to attach to your application, email it to [email protected].
 
Your letter should:
 1) Be professionally written and include proper format, grammar, spelling, and punctuation.
 2) Explain how you meet the minimum qualifications of the position.
 3) Explain your Knowledge, Skills and Abilities for the position.
 4) Express your interest in employment with the Alaska Court System.
      
Your letter of interest will be used to help determine which applicants will advance to the interview phase of the recruitment and selection process. If you do not attach a separate, professional letter of interest, you may not move on to the interview phase.
  
 

Position Duties

A high school diploma or General Educational Development (GED) certificate;
AND 
Two years of experience assisting customers with computer application, installation, database and other technical issues.  

OR
 
A high school diploma or General Educational Development (GED) certificate;
AND 
Twelve semester hours from an accredited college or technical school in software applications, office automation, computer networking, or computer science. 
 
OR
 
A bachelor’s degree from an accredited college in any field;
 
AND
 
Two years experience which demonstrates routine use of two or more kinds of "off-the-shelf" application software (e.g., word processing, database, spreadsheet, etc.).
 
 
Preferred Qualification:

• At least two years of experience working in a justice agency or legal office. 
• At least one year working at a technical help desk.

Minimum Qualifications

This applies to your application submission.
      
Documents to be Attached to the Application (REQUIRED):

• A professional letter of interest, completed per the instructions above.    
• Post-secondary transcripts, if using education to meet minimum qualifications.    

Documents to be Submitted at the Time of Interview (REQUIRED):
If you are selected to advance to the interview phase of the recruitment process, you must provide the following at the time of the interview (if not already attached to your application):

• Copies of your most recent (2) performance evaluations, if available.    
• A list of three (3) professional references who have had supervisory authority over you along with their daytime contact phone numbers and email addresses.

 
WORK HISTORY
If using work experience not already documented in your application, provide the employer’s name, your job title, dates of employment and whether full or part-time. Applications will be reviewed to determine if the responses are supported and Minimum Qualifications are clearly met. If they are not, the applicant will not advance to the interview and selection phase of the recruitment.
  
EDUCATION
If post-secondary education is required to meet the Minimum Qualifications, you must fill in the Education and Training section of the application. If you have not obtained a degree, please indicate the number of credit hours earned in the Degree Obtained field. Copies of academic transcripts will be required at time of interview.
  
SELECTION PROCEDURE
Applicants will be required to meet the Minimum Qualifications as outlined above. Unfortunately, we cannot always interview all applicants. If your application is considered "not qualified," you will be sent a notice within two weeks after the closing date for this recruitment. If you believe your application was improperly disqualified, you may appeal this decision to the Human Resources Director at 820 West 4th Avenue, Anchorage, AK 99501-2005 within five workdays from the date the notice is mailed to you. Qualified applications will be forwarded to the hiring supervisor.
  
NEPOTISM REVIEW
To avoid a conflict of interest and the appearance of impropriety, applicants who have a spouse, close relative, and/or regular member of their household employed by the Alaska Court System may not be considered for employment without the approval of the Administrative Director.
  
BACKGROUND CHECK
A background check will be conducted prior to an employment offer being made. Applicants who have prior convictions that have been set aside under the terms of a suspended imposition of sentence (SIS) may answer "no" to these questions. If you are not sure if your situation requires disclosure, please contact the Human Resources Department at (907) 264-8242. The Court System reserves the right to confirm all background information.  

Benefits
We provide a variety of benefits for eligible employees, which are a significant part of the total compensation package.  The following are typical benefits available to full-time employees. Actual benefits received may differ by position type or be prorated for other than full time work.
  
 
What benefits do we offer?
Typical Benefits for Full Time Employees Include: 

• 12 paid holidays per year
• Medical and dental coverage for employee and eligible dependents
• Vision plan (optional)
• Employer-paid Basic Life insurance with additional coverage available
• Membership in the Public Employees Retirement System (PERS)
• Alaska Supplemental Annuity Plan (SBS) in lieu of contributions to Social Security
• Alaska Deferred Compensation Plan (optional)
• Personal leave accrual 

 See http://doa.alaska.gov/drb/index.html for additional information.  
 

 

For more information on the Alaska Court System, please visit:
    http://www.courts.alaska.gov

For information about what state courts do, please watch the following short video:
    VIDEO: The who, what, when, where and how of state courts

The Alaska Court System is an EEO employer and proudly promotes diversity.

Other Qualifications

Contact Title: Recruitment
     E-Mail: [email protected]

 Mailing Address: 820 West 4th Avenue, Anchorage, AK 99501

 Phone Number: (907) 264-8242

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